[Remote] Customer Experience Specialist

Note: The job is a remote job and is open to candidates in USA. Bobbie is a company dedicated to creating a parenting culture of confidence, specifically in infant feeding. They are seeking a Customer Experience Specialist who will provide compassionate support to parents, ensuring that every interaction is meaningful and helps build trust with the brand.

Responsibilities

• Respond to customer inquiries across channels with compassion, accuracy, and care - treating every message as a conversation, not a case number
• Support parents navigating feeding decisions, product questions, subscriptions, and order concerns with both expertise and empathy
• Recognize the nuances in every interaction - knowing when to troubleshoot, when to reassure, and when a moment calls for something more than a resolution
• Manage your workload with focus and consistency, maintaining high quality without sacrificing pace
• Look for opportunities to surprise and delight: the unexpected follow-up, the thoughtful note, the small gesture that makes someone feel truly seen
• Act as a bridge between customers and the broader team - surfacing patterns, flagging feedback, and helping us get better because of what you're hearing
• Be a living ambassador for Bobbie's mission, bringing warmth and conviction to every single touchpoint

Skills

• Experience in customer-facing roles where relationships - not just resolutions - were the measure of success
• Exceptional written communication: clear, warm, human, and free of corporate distance
• High emotional intelligence and genuine curiosity about the people you're talking to
• Strong attention to detail alongside the ability to hold the big picture at the same time
• Proven ability to manage volume without losing quality - you're efficient because you're organized, not because you're cutting corners
• Deep alignment with Bobbie's mission
• Comfort with ambiguity and the judgment to know when to escalate vs. when to own it
• Familiarity with CX platforms and comfort communicating across different channels, including social
• Availability to work 5 days/week, with at least one weekend day

Benefits

• Competitive stock options
• 401k with employer match
• Employee medical, dental, and vision insurance 100% covered by Bobbie, with options to add dependents through a subsidized pre-tax deduction
• US-based remote work model
• Flexible Time Off Policy (including Summer Fridays; half days on Fridays Memorial Day through Labor Day)
• 16 paid company holidays, plus an end of year holiday shut down
• 16 weeks of paid parental leave with the option to take an additional 8 months unpaid
• One year subscription to Bobbie or Baby's Only
• $75 monthly internet stipend
• Co-working space reimbursement

Company Overview